Review Time
This is the worst company ever, I can't believe who even gave them license to work, this company needs to be shutdown, their support system is terrible, they don't care about customers, they only care about money, they are pretty much scammers. I've been waiting for my answer for weeks now, they don't give a F.
If you are deciding whether to use twilio infrastructure, then please take my warning and avoid them at all costs. There are a lot of other services out there.While paying thousands of dollars per month for their service, it was used for fraudulent sms verification, despite using Twilio's fraud protection. Twilio then charged us $10,000 for one day of a service we didn't use.3 weeks later and we still can't get even an email response from their support team. Nothing.This is either pure fraud or just ridiculously bad service. Avoid this company at all cost and look else where.
Be very careful using auto-recharge with SMS verification on Twilio. We got hit with $200 bill overnight when we implemented global SMS verification on Twilio. There is a fraud ring that uses local SMS in countries like Nigeria and racks up carrier bills (upwards of $0.50/text) to do fake verifications. Twilio benefits from this since it keeps part of the verification fees. I submitted a request to get a refund on these fraudulent verifications, and they didn't reply at all. Unfortunately, I don't recommend them or their stock as a public company, since their system doesn't automatically flag this type of fraud and their helpdesk doesn't reply to this fraud either.
Due to a general lack of customer service and support I arranged to port my company's phone numbers away from Twilio.A date was given, by Twilio, for the port to take place. As if determined to prove my point about lack of customer service, 13 days before the port date, all my company's phone numbers were deleted and cut off.I spent the next 2 days chasing Twilio support to restore them as it's not possible for the gaining carrier to complete porting before the official date.2 days without business phones severely impacted customer confidence in my business.Twilio took no responsibility and gave no apologies.They acted with no urgency and shifted blame.They placed demands on my time (completing multiple forms) to restore my company's phone lines.My advice would be DO NOT RELY ON TWILIO for such a crucial service.They're clearly unable or unwilling to act responsibly.EDIT - 12th DEC: I've just seen that Twilio charged EXTRA for the period when they cut off my company's phone lines.Presumably this is a charge for re-registering the phone numbers that they cut off for several days. What a joke of a company!!!I thought others on this site calling Twilio scammers was going a bit over the top, but actually, I fully agree
My experience with Twilio’s trial account has been very disappointing. It’s not as simple as “sign up and send a message.” To send SMS, you must purchase a Twilio phone number. If you choose a toll-free number, Twilio requires business verification, which is difficult or impractical for individual developers. If you choose a local number instead, you must complete A2P 10DLC registration—something that can only be done after upgrading your account.This results in a lot of friction and wasted time just to test basic functionality. On top of that, Twilio charges $1.15 per month for a phone number, which further increases the cost for small or personal projects. Twilio might work for established businesses, but it’s definitely not friendly for individual developers or quick prototypes.
They wasted two months of development time for our company. I've been submitting verifications since 9/12/2025. They deny without reason sometimes, and other times they just sit on the verification. For the past month they've been asking me to delete and resubmit the exact same verification because they can't seem to find it despite it being visible on their website. I've gone through three tech support people with no resolution and no answers.
I used Twilio for a mission-critical service: handling WhatsApp API communications for our business. My experience was an unmitigated disaster that cost us reputation and forced us to shut down the service and migrate away.The Technical FailureWe were utilizing Meta's standard free messaging tier (250 free messages/24h) for new accounts, which was confirmed to be active by Meta.However, Twilio's layer immediately blocked our service. After sending only 10-20 messages, Twilio started returning rate limit exceeded errors, completely paralyzing our operations. This block happened entirely on Twilio’s side, contradicting our actual quota access.The Support NightmareThe technical failure was compounded by the absolute worst customer support I have ever encountered in B2B SaaS:Critical Ticket Opened: We immediately opened a critical ticket detailing the business impact and providing full documentation.20 Days of Silence: For nearly three weeks, we received zero technical troubleshooting, zero updates, and zero human response. Our business was crippled during this entire period.Fraudulent Closure: On day 20, I found the ticket status had been unilaterally changed by Twilio to "Solved." The issue was not solved, it was not addressed, and we received no communication whatsoever. They simply closed a critical ticket to clear their backlog.Final VerdictTwilio demonstrated that they cannot handle mission-critical infrastructure and their support system is non-existent and deliberately misleading. They caused serious service disruption and reputational damage.If you value reliability, responsive customer service, or need an API that actually works according to vendor specifications, I strongly urge you to choose a competitor.I have permanently deleted my account and successfully migrated all services elsewhere. Avoid Twilio at all costs.
I chose Twilio for WhatsApp OTP, and they forced me to upgrade, so I deposited $20. However, the exact same WhatsApp Business verification steps exist here as well — nothing is easier, and it’s even more expensive.If you’re not a high-spending business, you can’t even reach support. Extremely low-quality service.
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